Technical Support Engineer

Technical Support Engineer

Full time/Direct hire

Rockaway, NJ

Hybrid position in office (07866) 2 days a week mandatory (after 90 prohibition period)

SUMMARY

Communicate directly to end users to assist in questions and/or problem resolution. Document any and all work performed for customers in Salesforce/ServiceMax. Works with the technical support team in handling Level 1 and 2 system issues. Must have extensive troubleshooting ability via onsite work or remote mechanisms to the customer base. Can train customers when required.

Hybrid position in office 2 days a week mandatory (after prohibition period)

ESSENTIAL DUTIES & RESPONSIBILITIES

Install/Upgrade Activu software suite to the integrated solution

Configure Activu software suite, including but not limited to all software settings, database configuration, define rights and permissions for groups, define sources (video, web, application, etc.), scripting for custom configurations, etc.

Provide integration services such as but not limited to system IP changes, firewall/NAT explanation, advanced system configurations, etc.

Troubleshooting of the integrated solution as necessary, which includes addressing hardware and configuration issues, and identifying software/OS issues.

Troubleshooting system configuration, network and software/OS issues

Troubleshoot display equipment as needed, including interpreting any error codes, determining cable vs. display issues, etc.

Documenting all customer issues for use by support staff and management

Training on the integrated solution to client base when necessary

Mandatory after-hours on-call rotation

Must have a reliable internet connection and appropriate work from home environment.

SUPERVISORY RESPONSIBILITIES

This position has no direct reports

EDUCATION

Associate degree or equivalent experience required

EXPERIENCE / SKILLS / CERTIFICATIONS

Experience

Minimum of 5 years of IT experience required

Minimum of 2 years' experience in a customer support/service environment required

CTS certification preferred

Network+ and/or Security+ or comparable required

Minimum one year experience installing, troubleshooting, and maintaining complex TCP/IP network security, routing, and physical network topologies

Minimum of one year of experience as an Implementation Engineer for Activu or similar role with another company

Familiar with NetSuite cloud applications or other similar CRM ticketing systems

Experience performing component and interface level integration and stability tests

Strong hardware and software troubleshooting skills with Client, Dell and other server and client systems

Performing administrator function in a Windows environment, preferably in a cable, telecommunications or audio/visual environment

Performing installs and troubleshooting of Windows software, network and operating system components

Proven communication skills relative to the application of technical products and business issues

Specific Skills / Certifications

Understanding of network configurations to properly configure/troubleshoot where necessary

Training experience preferred

Excellent written and verbal communication skills required

Travel to customer locations may be required

Other tasks assigned by Management from time to time

MS Windows Server 2016/2019/2022

MS Windows 10/11

MS Office suite

US Citizenship required

Valid driver's license

PHYSICAL DEMANDS / WORK ENVIRONMENT

Light duties typical office plus repair shop assistance.